Tanvi Aggarwal
Toronto
Summary
Customer-focused and technically proficient support specialist with over 7 years of experience across technical support, customer service, and web development. Demonstrated success resolving complex technical issues, supporting mission-critical systems, and maintaining enterprise-grade infrastructure. Adept at cross-functional collaboration and technical troubleshooting in both cloud and on-premise environments. Committed to delivering best-in-class support while strengthening customer relationships through empathy, problem-solving, and clear communication.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Foundever (Rogers)
08.2024 - Current
- Delivered exceptional technical and billing support to customers in a fast-paced contact center environment
- Maintained detailed and accurate records aligned with financial and company policies
- Handled complex inbound and outbound queries with a focus on first-contact resolution.
- Assisted in resolving escalated concerns professionally, demonstrating empathy and sound judgment.
- Actively contributed to team KPIs including call quality, resolution time, and customer satisfaction.
Data Analyst
Loblaw Companies
04.2022 - 09.2023
- Used SQL to analyze datasets, extract insights, and generate performance reports.
- Supported technical decision-making with structured, documented findings shared with business stakeholders.
- Partnered with IT and business units to enhance system processes.
- Automated recurring data tasks using SQL and Excel, improving efficiency and reducing manual errors by 30%.
- Created interactive dashboards and data visualizations for internal reporting using Power BI.
IT Support Specialist (Remote)
Accentrix Solutions
04.2022 - 03.2023
- Provided Tier 1 and Tier 2 remote support for hardware, software, and network issues for clients across different time zones.
- Diagnosed and resolved system outages, login/authentication failures, VPN and remote desktop issues, and application errors.
- Installed, configured, and updated software applications while maintaining endpoint security compliance.
- Monitored service desk tickets, ensuring timely resolution and escalation for unresolved issues.
- Created documentation for recurring issues and technical procedures to improve knowledge sharing.
- Maintained high levels of customer satisfaction through clear communication and prompt technical resolutions.
Sr. UI Developer
Impelsys
03.2017 - 02.2022
- Designed and deployed scalable web systems with integrated backend, authentication, and security layers.
- Configured servers (IIS, Apache, Tomcat), managed relational databases (SQL Server, Oracle), and resolved high-impact technical bugs.
- Integrated SAML and OAuth-based login systems and configured SSL for secure transactions.
- Provided long-term maintenance and support, ensuring uptime and customer satisfaction.
- Documented technical procedures and best practices for both client and internal use.
Technical Support Engineer (Remote)
Vserv Infosystems Pvt. Ltd
03.2016 - 02.2017
- Delivered remote technical support for enterprise clients, addressing software, OS, and configuration issues.
- Resolved user queries related to system access, application errors, network connectivity, and device malfunctions.
- Assisted with Active Directory user management, password resets, and account provisioning.
- Documented troubleshooting procedures and participated in process improvement discussions.
Locations
- Toronto, ON, Canada
- India, India
Timeline
Customer Service Representative
Foundever (Rogers)
08.2024 - Current
Data Analyst
Loblaw Companies
04.2022 - 09.2023
IT Support Specialist (Remote)
Accentrix Solutions
04.2022 - 03.2023
Sr. UI Developer
Impelsys
03.2017 - 02.2022
Technical Support Engineer (Remote)
Vserv Infosystems Pvt. Ltd
03.2016 - 02.2017
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